For Houston-based Spectrum (News
) Corporation, a provider of real-time digital signage software, a real time call center ensures that agents are capable of making informed business decisions.
According to Dan Boehm, vice president of sales and marketing at the company, Spectrum’s real-time summary reports are gathered from different sources of data, consolidated, manipulated and sent on a regular basis to the varying stakeholders. This process is automated, he says, and were it not, it would take manpower and time, often leading to delayed decision-making.
With Spectrum’s “Automated Real Time Reporting Solution” environment, corrective actions are made rather than reactive management of the department’s challenges, officials said.
“An Automated Real Time Reporting Solution will address the challenges met by decision makers, managers and agents when determining their current performance level," Boehm said. "With dashboards, executives will be able to see performance statistics in real time at the time of their choosing. Department heads, managers and supervisors will be able to effectively manage the team’s performance by viewing group statistics and when available individual statistics. Agents are able to view their own scorecards and are now empowered to improve their performance in real time. An Automated Real Time Reporting Solution helps any business achieve its business performance goals."
A few ways Spectrum’s "Automated Real Time Reporting Solution" is beneficial are: improvements in customer service, intelligent data that adds value to businesses, maximize performance, an empowered workforce, increase productivity and most importantly , reduced costs.
Spectrum officials claim that the company “is innovative and focused on developing products that respond to the needs of contact centers and the telecommunications industry.” Its real-time software and hardware solutions give businesses the tools needed to better manage resources, company/agent performance and to make informed decisions.
Companies will be able to deliver database statistics, metrics and critical messages to plasma screens, wallboards, desktop screen pops, XML Web pages and more. Spectrum’s real-time reporting and alerting software gives corporations the flexibility to receive critical information in a format suitable to any environment.
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Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.